farmje
Nitro Member
I sent this to the NHRA today.
Dear NHRA,
I’m not writing this letter because I necessarily expect anything to be done about it. I just feel like I owe it to the sport that I have loved for so many years to do this. I’m not expecting things to change, but as a huge fan of the sport, I don’t know what else to do.
I have been a fan of NHRA drag racing since I was 5 years old. I was sitting in the stands with my dad, and out of nowhere, this guy named John Force comes and sits in the stands next to us, and watches sportsmen qualifying. I have attended at least one event per year ever since that day.
As I’ve grown up, I’ve admired the NHRA Drag Racing Circuit. I have found myself in front of my TV (many times with a group of friends) yelling for my favorite drivers. I have dealt with the 1000% humidity at Topeka, Memphis and Dallas, and have found myself paying for one of those really good hamburgers on numerous occasions. (You know, the $8 ones.)
I have fond memories. Buster Couch chasing and cussing out a dog at Topeka because it had snapped at him. John Force in the stands. Steve Johnson breaking his leg at Topeka. Qualifying lasting until midnight at Memphis. And many others.
I have always been an advocate of what the NHRA has represented, and stood for. Until today.
I have found myself in complete disbelief as I read what is happening with the sport that I love so much. The complete lack of leadership is appalling to me. I hear about how NHRA wants to make ‘the show’ better, but in the end, it seems as though all NHRA cares about is money.
There is much to be said about businesses taking care of their customers. As a customer of the NHRA, I am saddened and sickened with what I am seeing. Nitro shortages. Lack of planning. Lack of being willing to work with other people. Increase of ticket prices. Increase of managements salaries. And the seeming absence of answers.
I was watching the finals in Bristol, and saw empty stands for the finals. Of course rain was the cause. But I think those stands are something that you need to look at and consider. You are headed to that place if you forget about your customers. More and more people are becoming disgruntled. I don’t have people over anymore, nor do I talk about how great the NHRA is. Frankly, I’m embarrassed.
The NHRA likes numbers and money. So you should consider these.
Here is the cost of losing a single customer:
68% of customers are lost because an organization didn’t handle their complaint well. The percentage is staggering but true!
US News and World Report found that:
-1% of customers leave because someone in the company dies
-3% change location
-5% make other friendships
-9% go to competition
-14% are dissatisfied
-68% leave because of bad service
It gets worse. Research shows that out of 25 dissatisfied customers:
-One customer complains
-24 are dissatisfied but don’t complain
-6 of the non-complainers have “serious” problems
-The 24 non complainers tell between 10 and 20 other people about their bad experience
From a pool of 25 customers, between 250 and 500 potential customers learn about bad service. If 500 people choose not to come back, you are losing $52,000 in ticket costs for general admission at Topeka, and thousands of dollars in concessions as well. If you apply this (on average) to all 24 races, the NHRA is losing over $1.24 million dollars. You are also losing TV ratings, among other countless things. Not to mention your reputation. Do you understand the implications of these unresolved issues?
You are dealing with a problem of epic proportions. I am the one who is complaining. You should worry about me. But you should worry even more about the 24 others who aren’t. (And apply this statistical analysis and loss of money to the thousands of fans you have who are disgruntled).
I am hoping that NHRA will get better. The answer is there. The future is in front of you. And the choice is yours. Please don’t screw this up.
Sincerely,
Jeremy Farmer
Malvern, Arkansas
Dear NHRA,
I’m not writing this letter because I necessarily expect anything to be done about it. I just feel like I owe it to the sport that I have loved for so many years to do this. I’m not expecting things to change, but as a huge fan of the sport, I don’t know what else to do.
I have been a fan of NHRA drag racing since I was 5 years old. I was sitting in the stands with my dad, and out of nowhere, this guy named John Force comes and sits in the stands next to us, and watches sportsmen qualifying. I have attended at least one event per year ever since that day.
As I’ve grown up, I’ve admired the NHRA Drag Racing Circuit. I have found myself in front of my TV (many times with a group of friends) yelling for my favorite drivers. I have dealt with the 1000% humidity at Topeka, Memphis and Dallas, and have found myself paying for one of those really good hamburgers on numerous occasions. (You know, the $8 ones.)
I have fond memories. Buster Couch chasing and cussing out a dog at Topeka because it had snapped at him. John Force in the stands. Steve Johnson breaking his leg at Topeka. Qualifying lasting until midnight at Memphis. And many others.
I have always been an advocate of what the NHRA has represented, and stood for. Until today.
I have found myself in complete disbelief as I read what is happening with the sport that I love so much. The complete lack of leadership is appalling to me. I hear about how NHRA wants to make ‘the show’ better, but in the end, it seems as though all NHRA cares about is money.
There is much to be said about businesses taking care of their customers. As a customer of the NHRA, I am saddened and sickened with what I am seeing. Nitro shortages. Lack of planning. Lack of being willing to work with other people. Increase of ticket prices. Increase of managements salaries. And the seeming absence of answers.
I was watching the finals in Bristol, and saw empty stands for the finals. Of course rain was the cause. But I think those stands are something that you need to look at and consider. You are headed to that place if you forget about your customers. More and more people are becoming disgruntled. I don’t have people over anymore, nor do I talk about how great the NHRA is. Frankly, I’m embarrassed.
The NHRA likes numbers and money. So you should consider these.
Here is the cost of losing a single customer:
68% of customers are lost because an organization didn’t handle their complaint well. The percentage is staggering but true!
US News and World Report found that:
-1% of customers leave because someone in the company dies
-3% change location
-5% make other friendships
-9% go to competition
-14% are dissatisfied
-68% leave because of bad service
It gets worse. Research shows that out of 25 dissatisfied customers:
-One customer complains
-24 are dissatisfied but don’t complain
-6 of the non-complainers have “serious” problems
-The 24 non complainers tell between 10 and 20 other people about their bad experience
From a pool of 25 customers, between 250 and 500 potential customers learn about bad service. If 500 people choose not to come back, you are losing $52,000 in ticket costs for general admission at Topeka, and thousands of dollars in concessions as well. If you apply this (on average) to all 24 races, the NHRA is losing over $1.24 million dollars. You are also losing TV ratings, among other countless things. Not to mention your reputation. Do you understand the implications of these unresolved issues?
You are dealing with a problem of epic proportions. I am the one who is complaining. You should worry about me. But you should worry even more about the 24 others who aren’t. (And apply this statistical analysis and loss of money to the thousands of fans you have who are disgruntled).
I am hoping that NHRA will get better. The answer is there. The future is in front of you. And the choice is yours. Please don’t screw this up.
Sincerely,
Jeremy Farmer
Malvern, Arkansas
